SHL Webcast:

We are sorry you missed this webcast, in which we covered common issues in recruitment and retention of call center staff. However you can download the presentation and some of the supporting papers here.

In the webcast . Specifically we reviewed:

•  The causes of turnover in call centers

•  Recommendations on how to reduce turnover across the recruitment cycle

•  How to create a clear strategy for handling customer service jobs going forward.

Resources available for download

  
About the presenters

Kasey Harboe, Ph.D., SHL Training Manager
Kasey has worked as both an internal and external consultant for the last eight years. She has experience managing testing, job analysis, training and performance management client projects for jobs at all levels. She has developed off-the-shelf and customized assessments and validation strategies and led content validation training workshops according to EEOC. Kasey received her Ph.D. from The Marshall Goldsmith School of Management (Alliant International University) in 2002.

James Bywater, SHL Head Psychologist
James has worked as both an external consultant for the last 20 years. He has developed and implemented assessment & development centres, 360-degree assessment, and performance management and appraisal systems for some of SHL’s largest clients, including Abbey National and WH Smith News.  James academic achievements include earning his BSc, Msc, MBA, C. Psychol, AFBPsS, AIMC and is a published author of numerous articles and scientific papers, for both SHL and external scientific publications, especially in the field of e-assessment.

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